scholarly journals Analyzing the Impact of Complaints on Customer Satisfaction in the Travel Industry

2022 ◽  
Author(s):  
Youssef Drissi ◽  
Markus Ettl ◽  
Annalisa Gentile ◽  
Scott Mcfaddin ◽  
Petar Ristoski ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Travel Industry ◽  
The Impact

scholarly journals Who make customer satisfied in value-cocreating context? A study of tourism and travel industry

2015 ◽  
Vol 18 (4) ◽  
pp. 73-83
Author(s):  
Lien Thi Ngoc Vo ◽  
Thuy Ngoc Pham
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Provider ◽  
Current Paper ◽  
Customer Participation ◽  
Tour Guide ◽  
Resource Advantage Theory ◽  
Travel Industry ◽  
The Impact ◽  
Resource Advantage

Based on resource advantage theory and SDL, value is co-created by both customer and service provider. The question is who make customer satisfied in value co-creating context, provider or customer? To answer this, the current paper develops and tests a model of customer participation behavior, customer oriented behavior and customer satisfaction. Data collection used dyadic method with 1 tour guide and 1 relevant customer. The SEM results show that customer partcipation behavior and customer oriented behavior have possitive effects on customer satisfaction. In which the impact level of customer participation behavior is stronger. Customer participation attitude has strong possitive impact on customer participation behavior. customer oriented behavior did not affect customer participation attitude. Manageral implications were also discussed.

scholarly journals The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia

2021 ◽  
Vol 22 ◽  
pp. 492-546
Author(s):  
Bestoon Othman ◽  
Amran Bin Harun
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Business Environment ◽  
Equation Modeling ◽  
Travel Industry ◽  
The Impact

The main aim of this study is to explore the impact of the dimensions of Umrah service quality on customer satisfaction for Umrah and customer loyalty for Umrah in the travel industry. Increasingly intense competition and structural shifts in the business environment are now pushing companies to adopt a customer-focused strategy that elevates the value of customer-related constructs such as customer satisfaction, quality of service, and consumer loyalty in describing the success of a company. Umrah service efficiency, Umrah customer satisfaction, and Umrah customer loyalty were calculated from the literature using a 5-point Likert scale. Structural equation modeling was carried out to analyze the impact of Umrah service quality on customer satisfaction in Umrah and customer loyalty in Umrah. The result showed that all dimensions of service quality influenced customer satisfaction and loyalty of Umrah's customers. The study's key drawback is that it was confined only to the Malaysian nation. Second, the present study only focuses on the traveling industry in Umrah. The results clearly indicate the dimensions of the quality of Umrah service that the practitioners must concentrate on in order to provide a better quality of service.

The Impact of corporate social responsibility (CSR) and relationship marketing on relationship maintainer and customer loyalty by mediating role of customer satisfaction

2018 ◽  
Vol 4 (4) ◽  
pp. 19-24
Author(s):  
Anam Bhatti ◽  
Sumbal Arif ◽  
Marium Marium ◽  
Sohail Younas
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Sampling Technique ◽  
Research Strategy ◽  
Equation Modeling ◽  
Survey Method ◽  
Research Approach ◽  
Questionnaire Method ◽  
The Impact

CSR has become one of the imperative implements in satisfying customers. The impartial of this research is to calculate CSR, relationship marketing, and customer satisfaction. There is no more study accompanied in Pakistan to quantify the effect of CSR and relationship marketing on the relationship maintainer and customer loyalty. To find out deductive approach and survey method is used as research approach and research strategy respectively. This research design is descriptive and quantitative study. For data, collection questionnaire method with semantic differential scale and seven point scales are adopted. Data has been collected by adopting the non-probability convenience technique as sampling technique and the sample size is 400. For factor confirmatory factor analysis, structure equation modeling and medication analysis, regression analysis Amos software were used. Strong empirical evidence supports that the customer’s perception of CSR performance is highly influenced by the values

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